Thanks for the answer. Here is the details: In planning to implement
workflows using the GenericAgent. I have created a state called
'transfer-pending'. I have, for example, 3 queues with names queue1,
queue2 and queue3 and users named user1, user2 and user3. Each users has
permissions only in your own queue. So, when a user finish his work
change the status to 'transfer-pendig'. To make this work I have created
for example this rule: Every 10' take the tickets from que queue1 with
the status 'transfer-pending' and transfer it to queue2 with status
'open'. For this, the agents needs to change status to transfer-pending.
By the way, when a add notes I dont have the status option to change.
Thanks in advance.
Anton Gubar'kov wrote:
You need to post a note for this. You can post either an internal note
(not visible to customers) or external note (visible to customers via
web interface).
Something HAS happened, or why you want to change the status then?
It's good opportunity to detail why you changed the status.
Regards,
Anton.
2009/5/29 Javier Carrasco <[email protected]>:
Hi,
I nedd a simple way to change the ticket status. I can do it when adding a
telephone note and with another tasks, but I need a way to change only the
status.
regards
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